Call centre market leaders

"What is noteworthy is that despite the increasing challenges faced by Lucent and Genesys, both companies have been diligent in employing competitive strategies that have allowed them to maintain their market leadership positions." - Manoj Menon Frost & SullivanLucent: InnovationsLucent emerged as a leading vendor in six of the nine product segments defined by the research.


"What is noteworthy is that despite the increasing challenges faced by Lucent and Genesys, both companies have been diligent in employing competitive strategies that have allowed them to maintain their market leadership positions."

- Manoj Menon
Frost & Sullivan


Lucent: Innovations
Lucent emerged as a leading vendor in six of the nine product segments defined by the research. The company was also the market share leader in the Automatic Call Distributor (ACD) systems market, with close to 35% market share in nine of 10 countries.

Call centre solutions and customer relationship management solutions are included in the portfolio of products and services offered by the new Enterprise Networks Group being spun off from Lucent.

The Enterprise Networks Group was noted as being among the first to vendor call centre solutions in Asia. The Group also provides voice and data networking technology, enterprise infrastructure, communications, and networking software, and unified messanging systems.


Genesys: Interactions
The Alcatel-owned company won a 37% market share for Computer Telephony Integration (CTI) enabling software in the Pan Asian region.

"Genesys offers a software-based platform independent solution. Its open and flexible architecture enables companies to rapidly adapt to the changing business environment," said Menon.

"This is becoming important as customers are beginning to access call centres through multiple contact channels including voice, email and the Internet," he added.

The criteria for the award included competitive pricing strategies, sales force strategy, sales force specialization, efficiency in distribution, and strong customer service.

Other factors included the abiltity to establish brand awareness through promotional activities and advertising, strategic alliances that expand the customer base, and product innovation.

Frost & Sullivan's Market Engineering Awards are presented to companies that develop successful business plans and excel in the competitive marketplace. Winners are validated by research findings by the company using a bottom-up approach to analyze market data for specific industries.

 
Call centre market trends  

About Frost & Sullivan
Frost & Sullivan is an international marketing consultant and training company that continously monitors the Enterprise Communications Market for trends, market measurements, and strategies. With offices in the United States, Europe and Asia, Frost & Sullivan has an international team of over 400 analysts and consultants focused on specific industry segments.


About Lucent's Enterprise Networks Group
By the end of September, Lucent Technologies intends to spin off its enterprise communications systems, business cabling and LAN-based data networking business, including customer relationship Management (CRM), integrated messaging and data/voice convergence, into a seperate company focused on delivering communications networks for enterprises.


About Genesys
Genesys Telecommunications Laboratories is an independant, wholly owned subsidiary of Paris-based Alcatel. A provider of computer telephony integration (CTI) solutions, it also provides infrastructure-independent contact centre solutions for the enterprise, e-business, and service provider markets.

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